Complaints

This profile includes complaints for Clera Windows + Doors - Hamilton's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Clera Windows + Doors - Hamilton has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Clera Windows + Doors - Hamilton

  Grimsby, ON L3M 0G9

• 

  Clera Windows + Doors - Hamilton

  404 Murray St Grimsby, ON L3M 3P5

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June of 2022 I purchased 12 windows. In December 2022 we had a bad winter storm and 4 windows in 3 different rooms were leaking so bad that snow was blowing into the bedrooms! When I contacted the sales rep I was told I must not have had the windows locked or they were open - ummm not sure why a window being locked or not makes the difference of snow coming in windows and I sure didn’t have 4 windows open. He said for me to pick a day and he would have the guy that installed them come out and fix them. I contacted him the beginning of the next week to which I received an automated reply that he was out of the country. At no time did he mention that he was going to be out of the country and to call him before so he could set something up before leaving. I had to wait weeks for him to come back and return my emails- I had to email head office to try and get a response and I was told they wouldn’t deal with my complaint and I had to deal with the salesman. He never did respond to either of my emails - he just had the installer call me and come out and fix his ***** **. I sent yet another email and cc’d head office that I wasn’t pleased with how this had been handled, the fact that my 3 newly renovated rooms had snow come in and cause damage, that I had lost so much heat/cool air from improperly installed windows and I wanted financial compensation for it (ie money taken off my purchase price). I believe this to be a fair request since they did not do the job they were hired to do and although they did fix the problem (so far), I am still out all the heating/cooling costs as well as having to fix the areas where the snow came in (I should mention that two of the rooms were my children’s rooms and they were not able to stay in their bedrooms for almost a month because of how long it took them to fix it - other room was our only bathroom!). I was told that they weren’t responsible for heating/cooling loses-pretty sure they should be-there’s more but out of space

  Business Response

  Date: 08/02/2023

   

  Hi ********

  Jonathan already replied to ******* on Sunday Feb 5th. Please see his response below

   Dear
  *******, 

  I apologize for the
  delay in responding to your email from January 19th, I had sent out the
  installer to service you immediately after receiving that email and his notes
  said everything was taken care of and some adjustments were made. We take all
  customer concerns seriously and I am here to assist you.
  With regards to the issues you have raised about the
  installation of your windows and the subsequent damages that you have incurred,
  I would like to inform you that while we strive to provide our customers with
  service and satisfaction, we are not able to provide compensation for heating
  and cooling bills.
  I understand your frustration and the financial
  difficulties you are facing, but I hope you can understand that it is not
  possible for us to compensate for these types of losses. Our goal is to work
  with our customers to resolve any issues they may have with our products and
  services to the best of our abilities, but in this case, we are unable to offer
  compensation.
  In regards to the delay
  in applying for your grant, I understand the importance of timely submissions
  and I apologize for any inconvenience that this may have caused. However, I
  hope you can understand that this falls outside of our area of responsibility
  since the windows were installed last summer and the grant should have been
  applied for at that time.
  I hope that this clarifies our stance on the matter. If you
  have any further concerns or questions, please do not hesitate to reach out to
  us.
  Sincerely,
  Jonathon...

  Customer Answer

  Date: 08/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  This is not just about heating and cooling losses as he tries to indicate in this email.  This whole entire process has been mistake after mistake after mistake.  I had my auditor come today (this will be her second trip out and will need a third one!), again at my expense, only to find out that the stickers that should have been sent on my windows and weren’t, that Jonathon sent me “replacements of” were not even the windows from my home! I have sent several email requests asking for my invoice so I could submit that to my auditor - I was told I didn’t need it and could use the order form - asked again in December for my invoice - to date I still have not received it. Jonathon also fails to address in that email that as a direct result of the improper installation, I had damage to my newly renovated bedrooms - as seen by the pictures I submitted with SNOW in my children’s bedrooms!!!

  I can certainly go back and find all the email communications that have gone on and all the mistakes that have been made and that my whole experience has been absolutely horrific and stressful. This is not about “heating and cooling losses” and as a business they should be ashamed of how this has been handled (or should I say lack of handling!).  
  If they refuse to acknowledge the countless mistakes that I am still having to deal with 8 months later, and refuse to offer me some compensation, then they need to be aware that I have every intention of taking this to the highest level possible and will be forwarding all of this onto my lawyer and will be suing not only for the full expense of the windows, but all the additional costs I have endured as well as all the unnecessary stress and anxiety this whole situation has caused me.  They need to do the right thing and admit they made mistakes which resulted in a horrific experience and a costly one at that.  I don’t think that I am asking for anything unfair in that. They need to have some accountability for their actions 
  
  Sincerely,
  
  
  
  ******* *********

  Business Response

  Date: 10/02/2023

  Unfortunately, it is not within our policy to provide compensation for estimated heating and cooling losses. Our company is committed to providing high-quality products, and we have strict guidelines in place for the installation of our products to ensure their proper functioning. Saying that, all the issues pertaining to the windows have been solved in a timely manner as they would be with any of our customers since we do warranty our product for 25 years. Our service technicians have completed a full service on the windows in *******'s home and added extra sealants to ensure she won't experience those issues again. All homes are build differently and some of the construction methods used in *******'s home before and after her renovations may have affected the integrity of our original installation done last summer. However, we promise to waive those exclusions and continue to warranty and service our products for her should she experience any.
  
  

  Customer Answer

  Date: 10/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  my renovations had nothing to do with the windows leaking.  I really don’t care if your policy is not to cover heating and cooling losses.  I don’t think it was resolved in a timely manner.  It is not just about the installation.  The company messed up and didn’t send me the proper documentation on my windows that they were to provide (I still have not been provided with these proper stickers despite numerous requests). It’s about poor customer service and having mistake after mistake after mistake.  I am not going to withdraw this complaint or my review until I receive compensation for all the stress and inconvenience and damage to my property.  The snow came in THROUGH THE WINDOWS! Me painting and redoing floors did NOT cause the windows to leak but nice try.  My complaint still stand and I will not give up on this because I am right and this company is wrong.  If it was a product that wasn’t attached to my home, I would be sending them back and demanding a return that is how much I hate their product now.  They need to fix this and make it right 
  
  
  
  Sincerely,
  
  
  
  ******* *********

  Business Response

  Date: 16/02/2023

  ******** ** * ********** ** the proper documentation we did send, multiple times, at the clients requests. Energy Star report was requested in December, after the holidays on January 2nd, the energy star report was sent to the client. This has all the documentation needed for their energy auditor. It is up to the client to request this information as guided by their energy auditor as not everyone completes an energy audit for their window project. ** ** ******** **** ***** *** ********

  We serviced the customer as quickly as we could after the holidays and mended all the issues the customer had with any drafts or leakage. Our warranty and service is always upheld with our customers and this is a good example of why warranty is given. Things do go wrong sometimes, but we will always make it right. Saying that, we do request the client to send us copies of their heating bill for Nov 2021-January 2022 and November 2022-January 2023 and we will compare the difference in the heating costs and assist in the difference in price between those time periods. We find this is a fair compromise and way forward to make ensure satisfaction.

  Customer Answer

  Date: 17/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

  They were supposed to come WITH THE STICKERS ATTACHED! Do not put this on the auditor - it us not their job to sort through pictures of “stickers” that weren’t even meant for my windows!  The stickers should have had my exact measurements because if the person that is reviewing my grant paperwork looks at the measurements on what was sent vs what my window sizes actually are, I would be rejected.  Maybe they are willing to take a risk on that happening but I am not able to take that risk.  
  I am not able to provide those documents because as I have told them before, this is a new furnace and central air unit so I have no idea how it compares to last year.  I do know that when my auditor came and did my second audit, the leak test (or whatever it’s called) was worse than what it was BEFORE these windows were installed.  So please tell me how I am supposed to be satisfied with “warranties” when so much has gone wrong! A month is fast service for leaking windows? Did I mention they are having to send the installer back out AGAIN to fix another window he missed? Great it’s fantastic that I have a warranty so they will come out and fix it (extreme sarcasm).  Does that make up for all the time, stress, and damage to my house? Sorry but a “warranty” isn’t sufficient for all the trouble this has and continues to be. They need to be held accountable for the continued mistakes and headaches that they have caused and no company I have ever dealt with had treated a customer with this much pushback.  Normally they would say absolutely we ******* ** *** ** take the responsibility of it and here….have some compensation for the time, stress, anxiety we have caused you.  But not Clera Windows.  Not Clear Windows. 
  
  
  
  Sincerely,
  
  
  
  ******* *********

  Customer Answer

  Date: 27/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  perhaps you should check with your staff because your work here is not completed.  Another window was found improperly sealed by my auditor.  I am waiting for a response from my sales representative to let me know when they will be coming to fix this mistake as well.  As stated in my previous message, which they have not acknowledged, my testing (which was just completed a week ago) done by my auditor after the windows were installed, FAILED to have better numbers than when my old windows were in! How does your warranty explain that one? And do not give me the excuse about it being the holidays - that was one week - an additional 3 weeks time to have someone come fix this was NOT an acceptable time frame.  Sending in the cost of my fuel to heat my home and you deciding on a number is not happening.  How do you get to decide what is fair?  You don’t.  As far as sending me the “right” documents, as stated previously NO YOU DIDN’T! I was sent generic documents that were not specific to my windows with my windows measurements (in fact I still don’t have those!).  As stated in my previous message, if I get the wrong person in the grant office and they notice that the numbers on the paperwork you sent and my window measurements, they are going to deny it and think I am trying to commit fraud! As I stated above, you don’t get to decide what YOU think is fair compensation, I, the consumer, do.  You can say all you want about your warranties and your lame excuses about holidays, and that it has all been fixed yet Jonathon will be putting a work order in for yet another window that has been missed (hmmm it’s almost March - 2 months after the last visit out here - is that a timely fix?!). Im not going to accept any offer less than $2000 in compensation for everything that has transpired in dealing with your company so you can just “deem” that number into your offer. 
  
  
  
  Sincerely,
  
  
  
  ******* *********

  Business Response

  Date: 10/03/2023

  As stated before, there are no outstanding issues or services to be done so we are not sure how to move forward since we don't know what the customer is requesting other than to be compensated for heating and cooling losses which we have offered to pay for the differences. We do request the customer send us a copy of the energy auditing report that show our windows are worse than her original ones. If the report indicates our windows are not as efficient as we claim them to be, we will sent our HO service techs to remedy the windows.

  
  In regards to the customer saying she has still not received the energy star reports specific to her window, we have sent in both to this BBB complaint portal and through email, the proper documents she needs for the auditor several times. The last time we sent was on Feb16th *** **** ****** **** ** ********** labeled as 11141.PDF. All ***** reference numbers, ER ratings, and energy star numbers are on those documents along with her invoice stating she is paid.
  
  As far as the customer demanding $2000 compensation, we unfortunately do not provide any form of compensation for stress or time as indicated on our sales agreements with customers but will certainly, as a compromise, compensate for any heating and cooling losses the client claims to have had as a sign of goodwill. Since the client doesn't have any data from last year pertaining to her bills since her heating systems were just put in, we request a copy of her new heating bills from November 2022-January 2023 and we will pay 10% of those costs.

  Moving forward, we feel as though we have provided everything the customer has requested and provided proof of that in this BBB response through attachments of conversations and PDF's needed for her auditor. It seems as though the client is just wanting $2000 for reasons we do not cover (stress/time). If the customer cannot send us her heating bills in her next response, we will not be requesting them a 4th time and find no need to carry on this revolving conversation and request that this BBB case be closed since the customer is not being reasonable in finding a solution to her own demands.

  
  

  Customer Answer

  Date: 14/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
    As I have stated in all my previous responses, the documents that they have provided are NOT my windows measurements! They sent me generic information and not the proper documentation for MY windows.  If the person that is performing my application for my government grant looks closely, they will notice that the measurements on the documents do NOT match my other documents with the window sizes/specifications.  
  Head office should keep in better touch with their sales staff because they have NOT completed the work as the auditor found an entire window that has STILL NOT been properly insulated from when the installer installed first time and then came back the second time.  
  If you read the reviews on this company from others, I am NOT the only one with issues such as these. Your offer of 10% of heating costs is a slap in the face and pathetic.  I am not accepting any offer less than $2000 and the response that they have sent is also pathetic.  I have no problem taking legal action and continuing to tell my story to anyone and everyone -  maybe even do a report on the news? ****** **** ** **** ***** ********* ******* ****** **** *** **** ***** ********* ******* *** ********* 
  I’ll start looking into my options as I await what I am sure will be another insulting response (that I only got after placing another negative review on the BBB page!)

  
  
  Sincerely,
  
  
  
  ******* *********

  Business Response

  Date: 20/03/2023

  The documents we provided are the exact measurements we used for production. If the customers auditor could please reach out to the local division manager Jonathan *********@************.com), maybe we can have a better idea of what he needs to complete his audit.

  We will not be giving the customer $2,000 since all her products are installed as indicated on the contractual agreement and services have been provided to ensure they are performing properly.

  Customer Answer

  Date: 22/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  there is no reason for the auditor to reach out to the sales rep - the audit was completed and the values were worse the second time then the first, as I stated in my previous message.  And no actually everything has NOT been completed as I also stated in my previous message.  There is still window that has NOT been properly installed as pointed out by my auditor which Jonathon was notified about, asked me for more information so which was given and I have yet to hear back as to when your ever so wonderful installer is coming back to fix it.  We are now 9 months after the original “install” and the product has STILL NOT BEEN 
  
  PROPERLY INSTALLED!!! I have seen the other reviews that people have been leaving and I am NOT the only one that has had this problem with your installer! I am NOT going to drop this or go away as I am well within reason to be angry and seek compensation as I still have not received a proper installation 9 MONTHS LATER!! Perhaps this is your company’s idea of good service/product but it is not mine.  You don’t deserve to have all my money as you have still not completed your end of the contract as you state you have.  I will continue this until I receive the compensation I am entitled to. 
  
  Sincerely,
  
  
  
  ******* *********

  Business Response

  Date: 23/03/2023

  As this process involves the BBB for your main complaint, please attach photos here of the window claimed to not be installed properly and why the auditor said it is not. If a window is not installed properly, then we will certainly come out to re-install.

  Customer Answer

  Date: 24/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: once again you are expecting me to perform a task I have told you has already been done! All of this information was sent to Jonathon last month! I fail to see how you cannot see how your company has not handled anything about my case in an appropriate manner! The left hand never communicates with the right hand even when they are told to! Before you waste anymore of my time, check with your sales rep, Jonathon, for all of the documentation you are requesting.  You are the one that instructed me to contact him and yet here you are now telling me to submit the documents to you…..you and your company have not ceased to amaze me with your ************- it has no bounds! I’m not entirely sure I want this guy coming out for a THIRD time to install something that should have been done correctly the first time! Maybe I should hire another window installer that knows what he is doing and tack that onto my request of $2000 which I am well within my rights to do so.  It may honestly just benefit you to give me the $2000 and I’ll go away and get my own professional to come and do it.  Otherwise we going to keep going with these messages until I get what I’m asking for, which is compensation for this whole disaster I have had dealing with you! 
  
  
  
  Sincerely,
  
  
  
  ******* *********